operations, Generative AI, maintenance, AIOps, ITSM, IT service management, AI, artificial intelligence

It’s next to impossible to find an area of IT that AI isn’t transforming. IT service management (ITSM) is no exception. With AI, service management and delivery are optimized by automating repetitive routine tasks and improved analytics. AI automatically analyzes and routes end-user and customer inquiries to the proper department. With IoT service management, AI predicts machine failures and lowers downtime.

”AI technology is now empowering more IT teams to manage, anticipate and prevent potential disruptions, ensuring continuous service delivery. At the same time, they focus on driving innovation,” says Richard Chart, co-founder and chief scientist at IT operations management and monitoring vendor ScienceLogic. Chart adds that as AI “reasons” over telemetry and stored knowledge, such as IT configurations and case history, information to guide operators toward service issues that are critical to the business and ensure smooth, continuous operations are curated and prioritized.

”AI is in the midst of evolving traditional reactive IT systems into proactive, self-optimizing ecosystems,” he continues. “The combination of insights from traditional AI and machine learning with generative AI is transforming IT operations from departments with frequent bottlenecks into catalysts for newfound business growth,” says Chart.

Real-World AI Results

Reade Taylor, CEO at IT services and cybersecurity services provider Cyber Command, says they deployed an AI-powered chatbot to handle basic tier 1 support tickets. That chatbot reduced service requests by 40% and cut response times in half, enabling their agents to focus on critical issues. “Data analytics has also been crucial. Analyzing historical outage data uncovered a flaw in our server maintenance processes, causing frequent downtime. Fixing this single issue improved uptime to 99.5% and saved over $200,000 annually. With AI and data insights, we optimized resources, cut costs and improved customer satisfaction,” Taylor says.

Umair Majeed, an executive at Datics AI, has also witnessed firsthand how AI is fueling ITSM automation. Majeed explains that their chatbots handle 70% of their internal tier 1 support tickets, thereby reducing resolution times by 50% and freeing agents to focus on complex issues. “We analyze historical data to identify trends and enable predictive analytics. By studying past outage causes, we improved server maintenance procedures and increased uptime from 92 to 99.9% this year,” Majeed says. He adds that AI and automation enable software development and service providers to do more with less and cut costs by 15% after identifying opportunities to streamline field services routing, using AI to predict demand and optimize travel schedules and supplies.

Edward Tian, CEO at AI-detection tool provider GPTZero, says that while chatbots have been used in ITSM for some time, AI is now changing the nature of those chatbots considerably. “With the use of AI, these chatbots are a lot more advanced. They can tackle a broader range of inquiries and anticipate needs more efficiently. They still can’t always handle everything, but they can certainly do a lot more,” says Tian.

IT teams are investing in, and will continue to invest in, AI-supported IT process and workflow automation that makes it possible for IT operations to relieve staff from many day-to-day manual activities, resolve IT tickets faster, and achieve greater resilience necessary to respond to changes in the market and seize new business opportunities, Chart explains.

“AI and ML analytics are also enabling businesses to unlock new levels of efficiency, adaptability and innovation by offering deep data exploration and visualization capabilities, along with advanced reporting and custom analytics, to help companies automate incident response and stay ahead in an increasingly competitive landscape,” he says.

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